AccountId: 011433970860
ContactId: 2c575239-94a1-443e-807f-052921645736
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164630 ms
Total Talk Time (AGENT): 83284 ms
Total Talk Time (CUSTOMER): 43899 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/2c575239-94a1-443e-807f-052921645736_20250206T16:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to see if a patient's gap plan is active with you guys and how much is remaining in their outpatient balance, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with those benefits, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] Thank you [PII] and the patient's policy number please ma'am.
[CUSTOMER][NEUTRAL] Yes, 02550840.
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], last name is [PII], [PII] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. We just have her listed as [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. And it would be my pleasure to help you with that outpatient benefit for [PII]. I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a secondary policy to her major medical.
[AGENT][POSITIVE] And I'm getting that benefit pulled up for you, bear with me just one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] She has outpatient coverage.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Up to, I'm sorry, it's coming up slowly but surely. I thought it was coming up and then it just kind of stopped.
[AGENT][NEUTRAL] Bear with me just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] I was ready to give it to you. It just stopped.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] OK, she has $3000 per calendar year.
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great. Could you please provide me the first initial to your last name and a reference number for this call?
[AGENT][NEUTRAL] A reference number is my name in today's date, and I spell my name [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with those benefits today. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] You as well. Thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.